Losing Voice Messages

[SBO]

Hi

We're receiving reports from our users that they don't always receive the voicemail's that are being left by our customers. I can see in the Call Logs that the customer is connecting to the extension, then connecting to the correct voicemail, spending a period of time there, but when the call ends, no message appears to the user.

Our suspicion is that some customer's are pressing * instead of # to save the message which appears to abandon the voicemail and redirects them to a default "operator extension". As we have multiple operators at different sites the ability to leave voicemail and connect to a single operator's extension is totally useless to us and it appears that there's no option to disable this functionality. We have re-recorded the default answer message so the option to press * isn't given to the customer, however as we can't disable the functionality this doesn't prevent the customer from still performing this action.

I was hoping someone may have experienced similar issues and found a solution that they could share?

Thanks
Stephen

 

[digitaldoctor]

Our suspicion is that some customer's are pressing *

Wouldn't that be logged ?

 

[digitaldoctor]

instead of # to save the message

Do you have to press # ?
I just assume I can hang up and the message saves.
IMO.

 

[SBO]

Hi @digitaldoctor, thanks for your replies.

As far as I'm aware I can't see logs to show key presses, can I?
I did query this with our support provider and was told it couldn't be done.

Yes, you're right, you can just hang up without pressing #, but the default voicemail messages state it and I think although messages have now been modified, some customers are continuing to do so.

 

[JohnS_3CX]

If you suspect they are doing so, you can check the IVR log.

If that is not clear, you need to leave a capture running for a while and analyze the specific call to see precisely what was pressed

 

[SBO]

Thanks for the suggestion. I don't believe I have access to that log, perhaps because we use a hosted solution?

It would still be better if we were able to disable that unwanted functionality, but it doesn't appear to be an option.

 

[JohnS_3CX]

Indeed that is not an option, but once you change the prompts so the callers are no longer aware of the keys, they will usually leave a message an hang up.

Note: there is a minimum message length too, so if this is not met then the message isn't saved after you hang up

 

[digitaldoctor]

As far as I'm aware I can't see logs to show key presses, can I?
I did query this with our support provider and was told it couldn't be done.

I was possible to do this in pbxinaflash / asterisk. But I think it was too hard for me to do. .

Maybe pay 3cx to dive into your "backend log files". <--- just guessing here.

Does your voicemail give instructions just before the beep ?

Hi Im John, I'm away, please leave a message longer than 5 seconds and then just hang up.

Can anyone verify that you can "just hang up" and the voicemail will be saved ? versus pressing #.

 

[JohnS_3CX]

I'm verifying that you can leave a message and hang up and it will be saved, so long as it meets the minimum message length I mentioned in post #7

 

[digitaldoctor]

I'm verifying that you can leave a message and hang up and it will be saved, so long as it meets the minimum message length I mentioned in post #7

I tested it yesterday, just hanging up worked for me.

 

[SBO]

Hi Guys

Apologies for the late replies, got caught up with other things.

Yes, we'd tested that too and discovered it was an option, but I was concerned even without a prompt to press anything, some returning customers may be unsure and press it anyway.

It looks like there's no way to disable this though and we're left just hoping no presses anything accidentally or otherwise.

Appreciate your time and suggestions though, at least I know we haven't just overlooked something.

Cheers!